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Customer Service Stats That Matter: Part II

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Understanding how customers think, what they want and expect, and how they make decisions can create a lot of opportunities for businesses. Previously, we shared a few customer service stats that can help inform your customer service strategy. This is the second part in that series in which we uncover additional customer data that are meaningful.

 

For Every One Customer Complaint, There are 26 More Unhappy But Silent Customers

According to Lee Resources International, for every customer complaint there are 26 other unhappy customers who have remained silent. This is a profound insight, as it reminds businesses that a good number of customers don’t actually communicate to businesses that they are unhappy — they just leave. As we mentioned in Part I of this series, 89% of consumers abandoned a business for their competition based on poor customer service. Bottom line: don’t assume your silent customers are happy. Keep a close pulse on customer sentiment through methods like surveys and polling. Or just have your agents ask your customers.

96% of Unhappy Customers Don’t Complain, but 91% of Those Will Simply Leave

This statistic, according to 1st Financial Training Services, goes hand-in-hand with the above one. Again, don’t assume that no news is good news. Keep a pulse on customer sentiment by regularly asking your customers how your business is serving them.

13% of Unsatisfied Customers Tell More than 20 People

Social media has elevated the phenomenon of word-of-mouth to an entirely new and very powerful level. News — especially bad news — spreads much faster and more pervasively than ever. According to the White House Office of Consumer Affairs, 13% of unsatisfied customers tell more than 20 people. What’s your business doing about those unhappy customers?

70% of Buying Experiences Based on How a Customer Feels They Are Treated

According to McKinsey & Company, a customer’s perception of how well they are treated by a business impacts the bottom line. This should come as no surprise. After all, why would you want to buy from a business that doesn’t treat you well? Contact centers, more often than not, are your customers primary channel of communication with you. See this as an opportunity to provide customers with a golden experience when they call your support folks. Ensure that your front-line agents are helpful, friendly, empathetic and accommodating.

How can you leverage these numbers to improve your customer engagement?

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